Emergency Response Dispatcher - Day, Afternoon, Overnight Shifts

Doyle Security Systems•Rochester, NY

2d•Onsite

About The Position

Doyle Security Systems is hiring a dedicated Emergency Response Dispatcher to join our team. We’re looking for a professional, career-oriented individual with strong work ethic, empathy, and a desire to help others. This role plays a critical part in protecting lives and property, and we’re committed to supporting your success with competitive compensation, comprehensive benefits, and career growth opportunities. Emergency Response Dispatchers are the front line of our monitoring center, responding quickly and accurately to alarm events and customer needs. You’ll handle a variety of critical communications, coordinate emergency responses, and provide top-tier customer service. This position requires strong communication skills, the ability to stay calm under pressure, and a passion for helping others. Doyle has been family owned and operated for more than 100 years and that kind of longevity wouldn’t be possible without One Doyle Team. One Doyle Team is more than just a group of colleagues. We’re a close-knit, supportive, energetic, loyal, and dedicated group of people who are excellent at what we do. We are experts in our solutions and we share our expertise with a smile. We work hard and we know how to have fun. We get the job done and we celebrate each other’s victories. We are quick to offer support and a helping hand. Our purpose at Doyle is to make a difference in our community. We save lives and property and we believe that good people look out for one another. We want to be the security company that does more than any other to help people feel safe and secure. We strive to provide the highest level of customer service available. In order to be successful, we believe in taking care of our own. We strive to make Doyle a great place to work, day in and day out. We’ve been voted one of the Best Companies to Work for in New York for three years in a row and for four of the five times we have applied. We want our One Doyle Team to be happy to come to work and for that to be reflected in the incredible customer service we provide. At Doyle, the following core values are the foundation of everything we do: Customer Care One Doyle Team Leading by Example Continuous Improvement Experts in our Solutions

Requirements

Strong attendance and punctuality record
Proficiency with basic computer functions, including Microsoft Windows and Office
Ability to type at least 35 WPM with strong attention to detail
Excellent verbal and written communication skills
Customer service experience (1 year preferred); call center or dispatch experience a plus
Ability to multitask, stay organized, and work efficiently in a fast-paced environment
Willingness to work independently and collaboratively
Flexible availability, including weekends and holidays

Responsibilities

Monitor and respond to alarm and trouble signals using established protocols
Document all responses and activity in our alarm monitoring software
Initiate outbound calls to customers and dispatch emergency services (police/fire/medical) as needed
Answer incoming calls, assist with inquiries, and route calls to appropriate departments
Deliver exceptional customer service with professionalism and empathy
Identify and resolve day-to-day issues quickly and effectively
Maintain a high standard of accuracy, attention to detail, and confidentiality
Perform other duties as assigned